Under limited supervision, provides internal users with incident management and request fulfillment. Applies knowledge of commonly used concepts, practices, and procedures for laptops, desktops, software, and hardware to identify and troubleshoot users’ technical issues. Utilizes and improves written policy, standards, guidelines and procedures to resolve reported incidents and requests in an efficient and timely manner. In all of the above, exhibits a strong business focus and customer orientation.
Directly reports to the Service Desk Supervisor.
The tasks and responsibilities of a Service Desk Analysts include, but are not limited to, the following:
First line telephone technical support, answering support queries via phone, email, and remotely site computers. with a First Call Resolution (FCR) of 70%.Maintain a high degree of customer service for all support queries and adhere to all service management principles.
Take ownership of users’ problems and be proactive when dealing with the issues.
Log all calls and emails in the ticketing system.
Escalate complex issues to relevant IT support groups or arrange and coordinate external technical support where problems cannot be resolved in-house.
Monitor the ticket queue and ensure all requests and issues are resolved in an efficient and timely manner.
Install, configure, and test software and hardware for users remotely.
Serve as technical resource to answer questions, identify needs, make recommendations, and carry out research.
Create and maintain documentation of procedures, tip sheets, and other documentation as needed to provide efficient flow of communication to the Service Desk and other IT groups including the knowledgbase and intranet. Escalate complex calls to 2nd and 3rd level GTS Support teams.
At the direction of the Service Desk Supervisor of Service Delivery Manager, develop and maintain reports of call trends and statistics. Make recommendations based on these reports.
Participate in project teams as necessary.
Notify all appropriate Offices and Management through clear email notices for any scheduled and unscheduled maintenance or major incidents; provide regular updates on the issues.
Contribute to team effort through communication, cooperation, and coordination with other team members.
Maintain professional and technical knowledge by reviewing related professional publications.
Undertake any other reasonable duties as requested by the Service Desk Supervisors and Service Delivery Manager.
Maintain hardware and software security; perform all duties in accordance with copyright laws and licensing agreements.
Undertake other reasonable duties as requested by GTS Management.
1+ years help desk (Application/Hardware) experience in medium (500+)- to large-sized (1000+) company; 24×7 environment.
College degree in any IT related course or equivalent work experience.
Hands-on experience in desk side troubleshooting (PCs, Printers, PDAs)
Extensive knowledge of Microsoft-based operating systems (emphasis on Windows 7) and MS Office 2010 (emphasis on MS Word, MS Excel, and MS Outlook).
Experience in document management systems (Interwoven), distributed time entry programs (DTE/Carpe Diem), and remote communications applications/security (Citrix/Secure ID) is an advantage.
Superior troubleshooting logic, customer service, and telephone etiquette skills.
Excellent verbal and written presentation skills.
A detail and Service-oriented team player who can be flexible with hours if necessary and can work with minimal supervision.
Time management and team skills (some project management involved).
MCP, MCDST, Comptia A+, MOUS or similar technical certification desired but not necessary.
Knowledge of ITIL is essential.
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